FREQUENTLY
ASKED QUESTIONS

What is the Resort Fee?

It is a fee that Vidanta charges all its guests per stay and per unit. This rate depends on the destination and the type of unit booked.

What are the benefits of prepaying my Resort Fee?

When you prepay, you’ll be able to enjoy the following benefits:

• The possibility to pay your Resort Fee in three instalments, which must be
• made with a minimum of 90 days prior to your check-in date
• Free Airport – Hotel transportation**
• Discounts and promotions on spa services*
• Free access to Wi-Fi*
• Having your payment already covered will enable a faster check-in process for you

*Terms & Condtitions apply
**For more details regarding these benefits and their applicability, please review the following website: www.PremiumVacationBenefits.com

When do I need to prepay my Resort Fee?

If you decide to pay in 3 instalments, you need to pay with a minimum 90 days prior to your check-in date.

In case you decide to make one full payment, this must be covered with a minimum of 30 days prior to your check-in date.

How can I prepay my Resort Fee?

Once you have received your reservation with RCI ®, within a 48-hour period after the reservation you’ll receive a personalized e-mail linked to a website that will allow you to make your payment from the comfort of your own device. This website offers all the security measures so that you can make you payment without risk by using your credit card (Visa, MasterCard, American Express, Discover).

Once the payment has been authorized, you’ll receive an e-mail at the address you previously entered on the payment form. This e-mail will include a payment receipt (ticket/voucher) that you must provide at your arrival to Vidanta.

What happens if I cannot find the e-mail with the links to prepay my Resort Fee?

To recover the links for the prepayment of the Resort Fee for your reservation(s), please send us a request to the following address: prepayment@vidantarf.com

Please provide the member ID of the exchange company that appears on your Reservation ticket. Within 2 business days you will receive an e-mail with the links so that you can pay the corresponding Resort Fee.

Can I cancel or modify a reservation?

a) A reimbursement will only proceed when the reservation holder requests the cancelation of such reservation, based on the following policies:

If the reservation:

• Is canceled more than sixty-one days before the check-in date, the refund will proceed at 100% from the pre-paid Resort Fee, or at 100% of balance in your favor for a future reservation.
• Is canceled between sixty and fifteen days before the check-in date, the refund will apply at 50% from the pre-paid Resort Fee. However, if the canceled reservation date is between February and June 2021, it will be possible to transfer the paid Resort Fee to a new reservation with check-inn within 2021.
• Is canceled in less than fifteen days before the check-in date, then it will NOT apply a refund. However, if the canceled reservation date is between February and June 2021, it will be possible to transfer the paid Resort Fee to a new reservation with check-in within 2021.*

NOTE* The new reservation is subject to the current Resort fee amounts corresponding to the destination and type of unit confirmed. The member must pay the difference of the previously paid Resort Fee transferred to this new reservation.

b) A change of dates requires a new Resort Fee payment for Vidanta:

• If you have already paid the Resort Fee, Vidanta’s cancelation policy will apply, and you will have to pay the new current Resort Fee
• In case you haven’t prepaid yet, this payment must be made based on the current Resort Fee

How can I request my reimbursement?*

If you require to transfer or a refund on the prepaid resort fee you will need to email: facturacion-rf@grupovidanta.com The request will be reviwed and we will contact you back via email. Download and fill in the following format (requests will only be reviwed if the format is properly filled in and attached to the email): Download reimbursement format

*The reimbursement option is only valid when the Resort Fee has not been transferred
**Information can be found on your Reservation and Prepayment ticket
***Information can be found on your Prepayment ticket

Within a 48-hour period after this information has been sent, Vidanta will send you an e-mail to notify if your request has been accepted. The time for this process can take up 5 business days. Afterwards, the time for the reimbursement to appear reflected on your credit card will depend on you bank.

Which documents must I present at the time of check-in?

When you Check-in, you’ll need to present an official ID, your booking confirmation with RCI®, the Resort Fee payment receipt (ticket/voucher) and a valid credit card.

How can I get my Resort Fee payment receipt (ticket/voucher)?

Within 1 business day after the payment has been made, this receipt will arrive automatically to the e-mail address you previously entered on the payment form. We suggest you check your “Junk” e-mail folder.

In case this receipt does not arrive to your e-mail, you can request it by writing to the following address: prepayment@vidantarf.com

Is there a transportation service available?

The payment of your Resort Fee includes the Airport-Hotel transportation*

*Restrictions apply
For further information, please visit the following website:
https://www.premiumvacationbenefits.com/en/index.html

How can I request an invoice?

Please provide the following information, requesting your invoice to this address: facturacion-rf@grupovidanta.com

• Full name or Company name
• RFC/ NIT/ Tax ID
• Check-in and check-out dates*
• Reservation number (14 digits – Member ID + confirmation number without spaces)*
• Amount paid for your Resort Fee*
• Type of unit**
• Resort*
• E-mail address where you wish to receive your invoice

*Information can be found on your Reservation and Prepayment ticket
**Information can be found on your Prepayment ticket